Things To Know 1
Which of the following is an example of an entry-level hospitality position?
A) Maintenance manager
B) Guestroom attendant
C) Front desk supervisor
D) Housekeeping supervisor
Guestroom attendant
In which division of the hotel are uniformed services usually found?
A) Rooms
B) Food and Beverage
C) Marketing and Services
D) Facilities Management
Rooms Division
What is the Hazardous Analysis Critical Control Point (HACCP) system typically used for?
A) Dining control point (DCP) program
B) Restaurant sanitation control (RSC) program
C) Sanitary variance monitoring (SVM) program
D) Sanitation risk management (SRM) program
Sanitation risk management (SRM) program
Which of the following terms is used to describe the highest possible rate a guest may be charged for a room?
A) Rack rate
B) Delexue rate
C) Guest limit
D) Price point
Rack rate
What is the main objective of the sales department?
A) To assist with marketing efforts
B) To talk people into traveling
C) To increase a business's bottom line
D) All of the above
To increase a business's bottom line
Which of the following is an example of an intangible service
A) Extra pillows and towels
B) Safety and comfort
C) Pool and gym
D) In-room dining
Safety and comfort
Which of the following qualifies as nonverbal communication?
A) Crossed arms
B) Voice tone and pitch
C) Facial expressions
D) All of the above
Facial expressions
A) Standard recipes
B) Price points
C) Sustainability practices
D) Upselling techniques
Standard recipes
A) Strategic
B) Optimal
C) Prime
D) Target
Target market
The two main Internet prospecting tools are?
A) Cold calling and networking
B) E-blasts and reservation management systems
C) Online lead generation and customer relationship management (CRM) database
D) Referrals and strategic alliances
Online lead generation and customer relationship management (CRM) database
The document that summarizes an individual's qualifications, work experience, and education, is called?
A) Résumé
B) Job specification
C) Job description
D) Portfolio
Résumé
What is the difference between a Modified American Plan and European Plan?
A) European plans price meals separately from guestrooms; Modified American plans charge a daily rate that included two meals per day
B) Modified American Plans price meals separately from guestrooms; European plans charge a daily rate that includes two meals per day
European plans price meals separately from guestrooms; Modified American plans charge a daily rate that included two meals per day.
Why are preventive maintenance and routine inspections an important part of facilities management?
A) Each makes certain everything is in good repair and working correctly
B) Each is costly and should be done only when needed
C) Each is needed only for emergency management reasons
D) Each makes certain guests never have a reason to complain
Each makes certain everything is in good repair and working correctly.
The success of a brand loyalty program centers on the?
A) Limited competition from other hotels or restaurants
B) Creating positive guest experiences with each stay
C) Inexpensive prices
D) The number of guest service employees scheduled for each shift
Creating positive guest experiences with each stay
What type of key is needed to open a guestroom in double-lock mode?
A) Emergency key
B) Housekeeping key
C) Master key
D) None of the above
Emergency key
The set of rules used to determine which actions are right and which are wrong are referred to as?
A) Performance standards
B) Convictions
C) Service standards
D) Ethics
Ethics
The guestrooms attendant's main goal should be too?
A) Clean guestrooms using as few chemicals as possible
B) Become a housekeeping supervisor
C) Make sure guestrooms are clean, completely stocked, and welcoming
D) Clean the guestrooms as quickly as possible
Make sure guestrooms are clean, completely stocked, and welcoming.
Which of the following departments is generally considered a cost center?
A) Maintenace
B) Snack bar
C) Front desk
D) Gift shop
Which is one of the fastest growing sectors of the hospitality and tourism industry?
A) Eco-tourism
B) Domestic travel
C) International travel
D) Regional travel
International travel
Which of the following qualifies as an operational emergency?
A) A guest having chest pains and trouble breathing
B) A guest trapped in a broken elevator
C) A power outage
D) All of the above represent operational emergencies
All of the above represent operational emergencies
Money left after necessities such as food and housing have been paid for that can be spent on luxury items and vacations referred to as?
A) Fixed income
B) Cost of living
C) Discretionary income
D) Incremental income
Discretionary income
Services or items to guests or placed in guestrooms for convenience and comfort at no extra cost are called?
A) Value packages
B) Add-on items
C) Amenities
D) Guestroom enhancements
Amenities
What does the chief engineer oversee?
A) PCI compliance and storage areas
B) Safety, security, and regulatory compliance of buildings and systems
C) Computer technology and sanitation
D) All of the above
All of the above
Which of the following is considered sensitive information and should be kept private in order to help prevent identity theft and other forms of fraud?
A) Driver's license number
B) Social Security number
C) Credit/debit card numbers
D) All of the above
All of the above
What is the main reason for assessing all risky situations, then taking action to correct the problem using a health and safety program?
A) To keep guest lawsuits under control
B) To protect the environment
C) To prevent accidents and injuries to guests and employees
D) To plan for disasters
To prevent accidents and injuries to guests and employees